Users' hierarchical perspectives on library service quality: A "LibQUAL+" study

College and Research Libraries

Volumn 62, Issue 2, 2001, Pages 147-153

  Cook, Colleen ^a   Heath, Fred ^a   Thompson, Bruce ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0035285623     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.62.2.147     Document Type: Article

References (28)

1. Nassim H. Naqui and M. Donald Blaufox, Blood Pressure Measurement: An Illustrated History (New York: Parthenon, 1998).
2. Nielsen Media Research, "What TV Ratings Really Mean - And Other Frequently Asked Questions," 2000. Available online at .(31 July 2000).
3. Tricia L. Silva, "Most HMO Members Rate Plans High, Survey Shows," San Antonio Business Journal, 3 Jan. 2000. Available online at http://www.bizjournals.com/sanantonio/stories/2000/01/03/story1.html. (31 July 2000).
4. A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing 49 (fall 1985): 41-50.
5. Colleen Cook and Bruce Thompson, "Higher-order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality," Library Information Service Research (in press); Danuta A. Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions: A Customer-based Criteria for Evaluating Quality of Services in an Academic Library" (Ph.D. diss., University of Maryland, 1995), abstract in Dissertation Abstracts International 56: 2918A.
6. Colleen Cook and Bruce Thompson, "Higher-order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality," Library Information Service Research (in press); Danuta A. Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions: A Customer-based Criteria for Evaluating Quality of Services in an Academic Library" (Ph.D. diss., University of Maryland, 1995), abstract in Dissertation Abstracts International 56: 2918A.
7. Colleen Cook and Bruce Thompson, "Higher-order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality," Library Information Service Research (in press); Danuta A. Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions: A Customer-based Criteria for Evaluating Quality of Services in an Academic Library" (Ph.D. diss., University of Maryland, 1995), abstract in Dissertation Abstracts International 56: 2918A.
8. Syed S. Andaleeb and Patience L. Simmonds, "Explaining User Satisfaction with Academic Libraries," College & Research Libraries 59 (Mar. 1998): 156-67; Colleen Cook and Fred Heath, "Users' Perceptions of Library Service Quality: A 'LibQUAL+' Qualitative Interview Study" (paper presented at the Association of Research Libraries Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, D.C., Oct. 20, 2000).
9. Syed S. Andaleeb and Patience L. Simmonds, "Explaining User Satisfaction with Academic Libraries," College & Research Libraries 59 (Mar. 1998): 156-67; Colleen Cook and Fred Heath, "Users' Perceptions of Library Service Quality: A 'LibQUAL+' Qualitative Interview Study" (paper presented at the Association of Research Libraries Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, D.C., Oct. 20, 2000).
10. Association of Research Libraries. ARL Membership Criteria Index, 1998-99 (2000). Memorandum to Directors of ARL Libraries from Martha Kyrillidou, senior program officer for statistics and measurement, and Julia Blixrud, director of information services, ARL, Mar. 8, 2000.
11. Peter Hernon and Charles R. McClure, Evaluation and Library Decision-Making (New Jersey: Ablex, 1990), xv.
12. Nitecki, "Assessment of Service Quality in Academic Libraries: Focus on the Applicability of the SERVQUAL," in Proceedings of the Second Northumbria International Conference on Performance Measurement in Libraries and Information Services (Newcastle upon Tyne, England: Univ. of Northumbria at Newcastle, 1998), 181.
13. Cook and Heath, "The Association of Research Libraries LibQUAL+ Project: An Update," ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI and SPARC (July 2000); Colleen Cook, Fred Heath, Bruce Thompson, and Russell L. Thompson, "The Search for New Measures: The ARL 'LibQUAL+' - A Preliminary Report," Portal: Libraries and the Academy (under review).
14. Cook and Heath, "The Association of Research Libraries LibQUAL+ Project: An Update," ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI and SPARC (July 2000); Colleen Cook, Fred Heath, Bruce Thompson, and Russell L. Thompson, "The Search for New Measures: The ARL 'LibQUAL+' - A Preliminary Report," Portal: Libraries and the Academy (under review).
15. Clyde Hendrick and Susan Hendrick, "A Theory and Method of Love," Journal of Personality and Social Psychology 50 (Feb. 1986): 393.
16. Bruce Thompson, "SECONDOR: A Program That Computes a Second-order Principal Components Analysis and Various Interpretation Aids," Educational and Psychological Measurement 50 (1990): 579.
17. Parasuraman, Berry, and Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing 67 (winter 1991): 420-50; -, "A Conceptual Model"; -, "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria," Journal of Retailing 49 (fall 1994): 201-30.
18. Parasuraman, Berry, and Zeithaml, "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing 67 (winter 1991): 420-50; -, "A Conceptual Model"; -, "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria," Journal of Retailing 49 (fall 1994): 201-30.
19. -, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Pr., 1990), 16.
20. Cook and Heath, "Users' Perceptions."
21. Cook, Heath, Thompson, and Thompson, "Score Reliabilities in Web-or Internet-based Surveys: Unnumbered Graphic Rating Scales Versus Likert Scales" (paper presented at the Association of Research Libraries Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, D.C., Oct. 20, 2000).
22. Richard L. Gorsuch, Factor Analysis, 2nd ed. (Hillsdale, N.J.: Erlbaum, 1983), 255.
23. John Schmid and John M. Leiman, "The Development of Hierarchical Factor Solutions," Psychometrika 22 (Mar. 1960): 53-61.
24. Gorsuch, Factor Analysis, 248-54.
25. Colleen Cook and Bruce Thompson, "Reliability and Validity of SERVQUAL Scores Used to Evaluate Perceptions of Library Service Quality," Journal of Academic Librarianship (July 2000): 248-52.
26. -, "Higher-order Factor; Nitecki, "An Assessment of the Applicability of SERVQUAL Dimensions."
27. Cook and Heath, "LIsers' Perceptions."
28. Bruce Thompson, Colleen Cook, and Fred Heath, "How Many Dimensions Does It Take to Measure Users' Perceptions of Libraries?: A 'LibQUAL+' Study," Portal: Libraries and the Academy (under review).